Bellstand Service Excellence Associate Observation - duplicate

Information

ENGAGEMENT/COMMUNICATION

Associate ensure that any public space is clear from bell-cart, wheelchairs,debris etc.
Bellman is responsible for keeping the front of house clean and orderly.
Contacts Housekeeping promptly if needed.
maintains order and cleanliness of all Bell closet at ALL Times.
Accepts packages and delivers- records and promptly deliver to appropriate guest or department.
Maintains proper function and cleanliness of bell carts.
Assist with stocking the AC store when needed.
Communicates with Valet as to location and scheduling.
Is standing between the front desk and the front door, upright and professional. Ready to greet the guest.

Greets each guest with a warm smile and eye contact actively using 15/5 rule
The associate maintained good posture during the interaction (visibly engaged/listening attentively), smile, and eye contact throughout the interaction.

The associate directed the guest to the reception desk or specific area & introduced the guest by name

Ask how may I assist you when guest approach; offers directions & reccomendations.
Associate assists with luggage, directions, or information

Associate created a personal connection
Wearing proper uniform, name tag
Associate has the AC image - well groomed, polished and sharp!
must maintain minimum AC Image:
Hair neatly styled and clean
Facial hair neat and tight
Uniform crisp, proper fitting not too loose.
Name Tag visible!
SMILE at all times
Proper hygiene at all times.
No eating, gum chewing, etc in lobby!
Associate responded to Cues
Associate made it Brilliant
Encourages guest to explore the city by providing recommendations for unique places to visit in the area.
Associate was knowledgeable about hotel offerings and prompted the guest to explore.

The associate provided warm and sincere closing, thanking the guest for staying with us.
When assisting guest to the room upon arrival:
Associate uses the best elevator for easy access to guest room.
Associate uses elevator courtesy.
Associate assists guest with placing luggage in room.
Associate explains the room lights, TV functions, and the location of the Hydration Stations. Offer to get ice for the guest and prompts the guest to visit the AC Store, Lounge or Kitchen during their stay.
Thank the guest for staying with us and advise that we are here 24 hours every daily to assist them if needed. Guest can dial 0 from guest room at anytime if needed.
Offer further assistance?
Manager